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Using communication to automate business processes

This does not mean working them harder which would be demotivational, but ensuring they have the information to hand to complete the task right first time, which in turn is positively motivational: staff are rewarded by seeing the job done, not frustrated by failing to complete a task.   To improve overall productivity you need […]

Using communication to automate business processes

To be successful, a business has to control costs. In a people-intensive enterprise, that means ensuring your staff are achieving maximum productivity says Dave Paulding of Interactive Intelligence   This does not mean working them harder which would be demotivational, but ensuring they have the information to hand to complete the task right first time, […]

Hard hit retailing sector makes customer experience the top priority

An annual study by the National Retail Federation surveyed 247 retail executives in various sectors. Nearly 67 percent of the companies surveyed list customer satisfaction as the top initiative in 2012. Nearly 82 percent said that customer service strategies will be a top priority, up from 75 percent in 2011. In addition, 59 percent of […]

Customer experience metrics are failing

Although large companies are increasingly using customer experience (CX) metrics to help manage and improve their customer experience management programmes, the overall effectiveness of these measurement strategies is worryingly low, according to an annual study by Temkin Group. The latest report, entitled 'The State of CX Metrics 2012', revealed that companies with stronger CX metrics […]

For multichannel read omnichannel

A new whitepaper Omnichannel Loyalty – Designing the Ultimate Customer Experience, explores the need for marketers and businesses to interact with and engage their customers at the earliest stages of the transaction process and through all channels in a seamless and simultaneous manner. According to Kobie Marketing omnichannel loyalty (OCL) is the next evolution of […]